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Customer Success Scale Associate



Customer Service, Sales & Business Development
Tokyo, Japan
Posted on Friday, February 2, 2024
At Qualtrics, we create software that the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform. We are the creators and stewards of the Experience Management category serving over 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.
XM Success Scale Associate
Why We Have This Role
We understand that our customers' success is crucial to our own success as a company. By having a dedicated team focused on driving adoption, mitigating risk and expanding our customers, we can provide the support and resources needed to help our customers achieve their desired outcomes. This role is essential in ensuring the long-term success and satisfaction of our customers.
As a XM Success Scale Associate, your primary focus will be to help organisations around the world collect, understand, and take action on employee, customer, brand, and product experience data. Part advisor, project manager, consultant, and digital marketer, this role will challenge your analytical, creative and customer-facing skills. You will advise and guide a wide variety of customers, ensuring they launch the product, adopt it widely and realize business value through their use of the platform. You will do this through value-add engagements with customers at key touchpoints in the customer journey. Scale Associates work with customers either in 1:1 engagement for high impact objectives, or by running successful digital programs to impact customers and build trust. This is a fantastic launchpad for junior professionals into further career opportunities in XM Success.
How You’ll Find Success
  • You will know you are doing an extraordinary job when your customers renew and expand their usage of Qualtrics.
  • You have good story-telling skills and can translate complex technology and business topics, trends, and opportunities into high-quality marketing content targeting a range of audiences.
  • You have strong organisational skills, can juggle multiple priorities, and are a great communicator who empathises with your audience.
  • You are inventive in the face of challenges, you use your expertise to consult on best practices, and refuse to give up until our clients succeed
  • You are excited about innovating, developing and executing content initiatives as well as making recommendations on marketing plans.
How You’ll Grow
  • You will have the opportunity to develop and refine your skills in customer relationship management, data analysis, and strategic planning.
  • You will collaborate closely with our sales, marketing, and product teams, gaining exposure to different aspects of the business and expanding your knowledge of customer success strategies.
  • We are committed to investing in the growth and development of our employees through continuous learning and professional development opportunities.
Things You’ll Do
  • Drive Customer Success at Scale by converting users into Qualtrics champions
  • Handle a large portfolio of customer accounts
  • Nurturing a high-volume of customers via digital touch campaigns and programs
  • Engage 1:1 with customers at critical points in the customer journey to ensure adoption and maturation
  • Monitor Customer Health Metrics and product engagement and intervene as early as possible when risks or issues arise
  • Hold Consulting calls for customers across the entire Scale EMEA portfolio on speciality topics to drive usage, adoption and expansion
  • Partner with our global scale team on the EMEA rollout strategy and execution of live events to maximise impact on customer adoption and maturation
  • Identify common customer challenges and actively suggest better solutions
  • Motivate our customers to conduct more research and carry their love of Qualtrics to other organisations
  • Raise critical customer concerns internally and mobilize resources to resolve issues
  • Collaborate with cross-functional teams, including Sales, Customer Operations, Renewals Team, Partners, and Professional Services, to evolve and scale our global service offerings
  • Prepare content that educates users at scale on how to fully utilize the platform
What We’re Looking For On Your Resume
  • Bachelor's degree
  • 1-2 years of experience in SaaS, strategy, consulting, operations, or an equivalent field
  • Strong communication and negotiation skills
  • Analytical mindset with the ability to translate data into actionable insights
  • Proven ability to track, prioritize, and drive multiple concurrent projects from beginning to end
  • Ability to work effectively in a fast-paced and dynamic environment
  • Interest in Software / Tech, you’ll need to adopt our platforms easily. Previous experience with Qualtrics technology is a plus
  • Fluency in another language is a plus
  • Gainsight experience is a plus
What You Should Know About This Team
The XM Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!
Our Team’s Favorite Perks and Benefits
  • A comprehensive package consisting of base, bonus, and generous benefits. Clear expectations for performance and progression pathways.
  • Private health insurance - top of the range coverage.
  • Annual Experience Bonus - we want to facilitate some great experiences for our employees. Put this bonus towards an experience you’ve always wanted to have!
  • Quarterly Wellness Stipend - reimburse your physical and mental wellbeing costs.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
Qualtrics Work Experience - As we look to the future, we believe that our teams are better together. Being together will help us learn more, grow faster and ultimately deliver better results for our customers and Qualtrics. Roles tied to an office location work 4 days per week in the office together and 1 day from home, with a strong spirit of flexibility around taking time for personal, health, and family moments in our work weeks. Our managers work with their teams to create a collaborative, engaged work environment, and arrangement that works for each of our team members.
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